Regional Service Tech 1

Pomeroy; Cedar Falls (IA); On-site; USD 42,000 - 62,000; Full time

Job summary

Pomeroy is seeking a Service Technician to manage a service zone, ensure SLA delivery, and follow inventory and safety policies. The role involves troubleshooting IT hardware in retail or office environments, handling parts, and updating detailed service tickets with current statuses.

The position requires driving to sites, maintaining vehicle readiness, and possibly traveling for cabling or installation tasks. A strong focus on customer service and compliance is essential.

Qualifications

• Must manage service zone to meet SLA and follow policy.
• Troubleshoot and repair IT hardware in retail store and/or office settings.
• Handle shipping/receiving of spare parts and defective parts.
• Provide exceptional customer service.
• Edit all aspects of web-based service tickets with status, notes, resolution and closure details.
• Maintain inventory accuracy and adherence to control standards.
• Safety-focused with travel as needed.
• Perform IT hardware installation or cabling projects and related tasks when required.

Responsibilities

• Manage service zone to ensure SLA compliance and policy adherence.
• Troubleshoot and repair IT hardware at retail/office sites.
• Move parts: pick up and drop off service parts as needed.
• Document and update service tickets with in-route and on-site statuses.

Skills

Customer service

Troubleshooting

Hardware repair

Service call management

Inventory management

SLA compliance

Safety compliance

Vehicle maintenance

Tools

Service management system

Job description

• Manage assigned service zone to ensure service calls are completed within the Service Level Agreement while following company policy related to inventory management, service call management, safety initiatives, and others
• Troubleshoot and repair failed IT hardware in retail store and/or office settings
• Pick up shipped good service parts and drop off defective service parts on a timely basis
• Provide exceptional customer service
• Edit all aspects of web-based service tickets assigned to the service zone (includes providing in route and onsite statuses, comprehensive notes, resolution information, equipment information, and closure detail)
• Performance review metrics include the following:
• SLA achievement
• Inventory movement and accuracy
• Safety
• Compliance related training and follow through
• Service call management
• Maintain spare and parts inventory in van for multiple customer environment; record accurate usage of service parts as dictated by the service management system; Maintain constant adherence to inventory control practices and standards
• Keep vehicle orderly, clean, and maintained in accordance with company and manufacturer recommended maintenance schedules
• Focus on safety at all times -- including maintaining a safe driving record
• Additional Responsibilities may include, but are not limited to:
• Complete ad hoc or project-based IT hardware installation tasks and support cabling projects as needed
• Complete staging / integration services of IT hardware as needed
• Installation or cabling projects may require travel
• Extensive driving required in company provided vehicle